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Rocket Doctor Help Centre

Getting Started

I would like to schedule a walkthrough of the platform When do I qualify for my referral bonus if I was referred, or if I referred an MD?Onboarding Support ✔️Technical Specifications for your browser

EMR: Adracare

Joining a video session/appointments I can’t see my clinic or the patients that are booked - where can I find them?Change an appointment from scheduled to no show/cancelled or completed Create your own template:Edit your template:How do I find my note - to review or edit it?Create a note from scratch, outside of a video session. How to search for a patient on Adracare Is there a way to turn off the "appointment scheduled" emails from Adracare?How do I edit a template in Adracare?

MD Portal - Starship 🚀

STARSHIP - MD Portal User Guide 🚀Starship- My Patients Tab RD e-fax Number How to label faxes How to send a fax Create and fax a prescription on the MD Portal How to create a lab or imaging requisition How to link a fax to a patient How to create a discharge summary How to create a referral letter What are the options for an practice address in the MD Portal settings?How to Order MRI and CT Scan Requisitions How to add new notes and access notes from other providers and Adracare in Patient Charts How to create, update, and use personal and public appointment templates Starship: How to Look Up Your Patients What does processed by pa@rocketdoctor.io means? How to Finalize Appointment Notes & Set Disposition

Alberta Billing Set-Up: ResolvMD

ResolvMD Billing Integration Alberta Billing with ResolvMD Guide ResolvMD App Tour ResolvMD Contact How long does it take to Onboard with ResolvMD?How-to submit claims using the ResolvMD Billing Integration (Walkthrough Video)How to Bill with ResolvMD in Alberta on Rocket Doctor Can I start working on the Rocket Doctor platform while onboarding with ResolvMD?I'm a new Physician, can I get help with the BA Application?I received a Rejection, who can help me?How long does it take for a submitted claim on the Rocket Doctor platform to show up in ResolvMD?ResolvMD Claims Submission Policy

BC Billing Set-Up: Doctor Care

BC DoctorCare Onboarding – Step-by-Step Guide What services does DoctorCare provide, and what are the associated fees?ClinicAid Overview Demo Video BC Payee Number Submitting WorkSafeBC Claims

Ontario Billing Set-Up: MDBilling

Ontario MDBilling Onboarding – Step-by-Step Guide Ontario: GoSecure / MCEDT Setup (Rocket Doctor Designation Process) Who do I contact if I have questions related to MDBilling?

NB Billing Guide

New Brunswick Guide to Billing for Virtual Care

Lab Set-Up

Alberta Setup: Provider ID & Submitter ID Alberta Lab Setup Guide British Columbia Lab Setup Guide Ontario Lab Setup Guide Ontario: Connecting Ontario - Clinical Viewer New Brunswick Lab Setup Guide

Ontario: Blended Model

Ontario Blended Model What will a typical blended schedule look like?How much will I be compensated with the Blended Model in Ontario?How can I increase my volume of patients with the Ontario Blended Model?Ontario Chat Appointments Chat Visit Tips Converting a Chat visit to a Video visit

Slack

MD Canada Slack

Scheduling a clinic

How to schedule clinics in Ontario How to schedule walk-in clinics in BC How to schedule SUS clinics Alberta Scheduling Calendar – FAQ How to schedule Specialist clinics in Ontario, Alberta and BC How much notice do I need to provide to book a clinic in Alberta & BC?What do the colours in Starship mean?What if I need to cancel / reschedule my shift/clinic?How Are Patients Booked for MD Clinics?

Key Contacts

Patient Care Coordinators (PCCs)Clinical Support Team Referrals Team Account Support MD Canada Lead Team Canada Provider Success Team

Video Gallery

About Video Gallery How do I update my practice address?

Working on the Platform

Informed consent Consent paragraph for virtual care to paste into the notes Prescription Drug Abuse Following up on clinical results Handling Laboratory Results Sent by Mail Limitations on services (Virtual Care) Can I do audio only visits?Filling out Forms Do you accept patients with non-provincial health insurance?I need help with a special form Why are Photos Missing a Dermatology Appointment?Sending Sick Notes / Doctor's Note

Alberta

Can I Provide Virtual Care If I Can’t Provide In-Person Care to Every Patient?Do you have a physical location in Alberta?How can I verify a patent's PHN?Can I still work on Rocket Doctor and bill FFS if I am also participating in a clinical ARP?Alberta Diagnostic Imagining (DI) and MRI Quick Links Alberta AHS Referral Directory Important License Renewal Information for Alberta – Key Updates for Rocket Doctor Physicians 2025 Privacy Training

British Columbia

Help with Billing and Patient Names not Matching Validating MSP Names, Coverage and MSP Number Can I request new billing or diagnostic codes to be added?

New Brunswick

Is billing integrated for New Brunswick providers?

Ontario

What criteria are used to determine which concerns are appropriate for chat encounters?What is the length of each chat appointment?What is the maximum number of chat appointments I’m allowed to conduct in an hour?How long should I wait before marking a chat appointment as a no-show?Can my microphone be disabled by default for all my chat visits?I connected my external webcam and microphone to my computer. Can I unplug them and join the appointment?Do all chat patients who pay for the service have OHIP coverage?Am I still compensated if a chat patient no shows or cancels at the last minute?Will I still get paid if a patient is not suitable for a chat visit?Am I still able to charge for cash services during a private pay or chat visit?Are out-of-province patients able to schedule a chat appointment?Am I notified when a patient messages me in the chat?Can patients see a message I’ve typed before they’re online? Can I access my chat history?Can I view a previous provider's chat appointment with a patient?Are the chats HIPPA compliant?What are the virtual OHIP codes?How does a credit note work?How are OHIP patients scheduled?How can patients I’ve previously followed be scheduled with me?Are private pay patients required to schedule and pay for another appointment to follow up on test results? How are patients triaged?How do I get ConnectingOntario Access?Ontario health card validation (ie rejected billing due to invalid health card) Can I work outside Ontario and continue to see patients on the platform?

Specialists and referrals

How do I make a Referral from the RD platform?Can I make a referral from the in-person clinic/hospital I work at to Rocket Doctor?Specialist Poster Can my colleagues send a referral to specialists on Rocket Doctor? Referral Tips Referral Management for Rocket Doctor Specialists Referral Management Guide for Rocket Doctor Generalists

BC LFP CareSpace

Does Rocket Doctor have its own data centre number?Rocket Doctor BC LFP Managing Payee Numbers and LFP Claims in Starship

Virtual Care Station

How can I find out more about the Virtual Care Station?Rocket Doctor Virtual Device Stations: Locations and Information

Privacy

Medical records & documentation Where can I review Rocket Doctor's privacy policy?

Substance Use Services (Ontario)

Substance Use Services Clinic

Patient Care

Following up on Clinical Results What if I’m not comfortable with a patient’s issue?How do update my clinical preferences?Will I see patients from insured by other provinces' health plans?

Hypercare

Setting-up Hypercare (Substance Use Services only)

Physician Assistant Clinics (Ontario)

Guide to working with Physician Assistants (PA)Who do I contact to find out more about PA lead clinics?How long is the length of each visit?Where are PA Clinics available?How much volume do you expect, and how much time commitment do you anticipate for each supervising physician daily, weekly?Ultimately who would be the "most responsible provider" for each of these medical visits?In the rare event of adverse patient outcome who is liable?Who is responsible for following up on perspirations or investigations ordered? As this is a private pay model, OHIP billing codes are not involved at all?What are the proposed hours of these clinics?

RD Account & Setup

Account Management

How do I update my credit card on file?Can I pause my account with Rocket Doctor to not incur platform fees while on vacation?Can I pause my account with Rocket Doctor to not incur EMR fees?What is the process should I ever choose to resign?

Account Billing

What happens if I do not submit my billing claims for completed appointments?When should I submit my billing claims?Are fees for public billings based on billings submitted or billings paid?Do you charge based on billed appointments or completed appointments in British Columbia?When will my credit card be charged?Do you charge based on billed appointments or completed appointments?Will I be charged the Platform Fee as soon as I am fully signed up to work with Rocket Doctor?Will I be charged the full Platform Fee if I start in the middle of a month?Am I billed for no shows and cancelled appointments?I received a credit note for this billing cycle, how can I get paid?Who do I contact if I have a billing concern?

Overhead & Promotions

Do I need to opt-in if there is ever a promotional rate offered?What are the current overhead rates and offerings?Regarding overhead, is there an autopay feature for overhead or does it have to be paid manually every month?

Referral Bonus

Referral Bonus! 🎉When do I qualify for my referral bonus if I was referred or if I referred an MD?

Invoices

What is your billing period?What will be included on my invoice?When will I receive my invoice?I’m licensed in two provinces, how does invoicing work?Who should I contact if I have questions about my invoice that are not in the Help Center?

Taxes

Why is overhead taxed?What is taxed on my invoice?Does Rocket Doctor send out official documents for tax filing purposes?How can I access my earnings for the year?Will I receive any documentation from you during tax season?

Claims & Medical Billing

Claims and Medical Billing Category

Private Pay

How much do private pay patients pay?How do private pay billings work?

No Show Appointments

No-Shows and Cancellation Policy Does Rocket Doctor charge no shows?

Alberta

Is Billing integrated in Alberta?AB Virtual Care Billing Intro Resources Alberta Billing Primer: AB Virtual Billing Codes How do I bill an out of Province patient in Alberta?Can I provide virtual clinics and bill AHS while out of province?What is the cost of ResolvMD?How do I pay my ResolvMD Invoice ResolvMD: Managing Billing Refusals

British Columbia

How do I bill an out of province patient in BC?How do I process WCB claims?When and how do I receive payments from MSP How do I delete a claim? ( BC - Clinic Aid )LFP Time Codes Update What are the current billing rates in British Columbia?BC Billing Codes for Delegated Care

Ontario

Who do I contact for help with my MDBilling account?OHIP Billing Tip Library Am I required to use the integration with MD Billing to submit my billing claims?How do I manage OHIP rejected claims?How do I submit billings in Ontario using the MDBilling integration?Can I request a billing code be added to the MD Portal?What if I'm part of another billing group?Am I charged for resubmitting a rejected code directly on MDBilling?How do I receive my payment for chat visits?How do I add patients directly on MDBilling (Ontario)?Why did I receive an invoice from MDBilling?What phone number do I put on my CPSO profile?What do I do if I need to delete/edit/re-submit my billings?Where can I find information on billing with MDBilling in Ontario?What code should I use in Ontario if I have seen one of my rostered patients virtually?Does MDBilling collect 0.25% of my billings?

New Brunswick

If billing isn't integrated in New Brunswick, how do you process claims?

Partnerships

Partnership Section

Aria MD Sleep

Euclid

Euclid Telehealth

Fertility Partners

The Fertility Partners

FirstHx

What is FirstHx?

FullScript

What is FullScript?FullScript Patient Handout

Mikata

Mikata AI Scribe

Pharmasave

Pillway

Wylo Health

Tech Troubleshooting

I'm having trouble logging in; how can I get assistance?The MD Portal is not recognizing my username and password

Rewards Program 🏆

Do you have any Promotions for new Graduates?

Psychotherapy Services Database

Introduction ADHD Anxiety Disorders - Adult Anxiety Disorders - Adolescents Autism Spectrum Disorder Bipolar and Related Disorders CRISIS Lines and Distress Services Depressive Disorders - Adults Depressive Disorders - Adolescents Feeding and Eating Disorders Indigenous Focused Services Insomnia & Sleep-Wake Disorders LGBTQ+ Mental Health Resources & Services Private Pay Services Substance Use Disorder Sleep Related Disorders Trauma-Related Disorders

Am I notified when a patient messages me in the chat?

Not at this time. We are working on implementing this feature in our in-house system.

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